Head of Customer Operations

We have an exciting opportunity at Glasgow Airport Limited for a Head of Customer Operations to join our Senior Management Team.

This is a permanent, full time role and based at Glasgow Airport.

• Competitive salary and benefits package
• Participation in our annual bonus plan
• 25 days annual holiday plus 8 public holidays
• Generous pension contributions
• Employee Assistance Programme
• Private Healthcare
• Flexible Benefit Platform
• Life Assurance Cover
• Free on-site car parking
• Agile/Flexible working, where appropriate for the role

The Head of Customer Operations is accountable for the end to end passenger journey within the terminal, leading the delivery of a safe, secure, efficient and customer-focused operation.

Reporting to the Managing Director, the role provides leadership for terminal operations, regulatory compliance, passenger operations contract management, operational airline relationships and continuous improvement, ensuring exceptional service standards and operational performance.

The role uses operational data, customer feedback and performance insight to drive service improvements, strengthen stakeholder relationships and develop a high performing, customer focused culture that places passenger and airline needs at the centre of decision making.

• Lead the end-to-end passenger journey across terminal and landside operations, ensuring a safe, efficient and customer-focused experience.
• Set, monitor and continuously improve customer service standards, including ownership of the Customer Service Charter.
• Use ASQ results, customer feedback, airline feedback and operational performance data to identify improvement opportunities.
• Maintain terminal standards and lead initiatives that enhance customer experience, operational effectiveness and service quality through innovation, technology and process improvement.

• Provide senior leadership for terminal and landside operations, ensuring safe, compliant and efficient delivery of passenger services.
• Optimise passenger flows, terminal capacity, forecourt operations and passenger processing infrastructure, particularly during peak demand and disruption.
• Work closely with airlines, ground handlers, Border Force and airport partners to maintain high levels of operational performance.
• Ensure operational issues are managed proactively, escalated appropriately and resolved with minimal impact on passengers.

• Promote a strong culture of safety, security and environmental responsibility across Customer Operations.
• Ensure compliance with Health & Safety, Security and Environmental requirements and support the airport's Managing Responsibly and Security Management Systems.
• Maintain effective risk management arrangements, ensuring operational risks are identified, assessed and controlled.
• Build strong relationships with internal and external stakeholders to support a safe and secure operating environment.

• Maintain and test business continuity, contingency and resilience plans to minimise operational disruption and customer impact.
• Act as a senior operational leader during incidents, emergencies and periods of significant disruption.
• Lead terminal business recovery following operational incidents and ensure lessons learned are translated into operational improvements.
• Oversee seasonal resilience planning and operational preparedness across Customer Operations.

• Ensure Customer Operations complies with regulatory requirements, airport policies and operational procedures.
• Maintain the policies, procedures and operating instructions within the Customer Operations remit.
• Establish assurance processes to monitor compliance, identify improvement opportunities and drive corrective actions.
• Provide expert advice to the airport leadership team on customer operations, terminal performance, capacity and service delivery.

• Lead the management of key passenger-facing contracts, including Passengers with Reduced Mobility, cleaning, landside, forecourt and front-of-house services.
• Set clear performance expectations and governance arrangements, holding suppliers accountable for operational and customer outcomes.
• Ensure airport facilities consistently meet presentation, cleanliness and customer service standards.
• Drive improvements in supplier performance, productivity, service quality and value for money.

• Ensure terminal and landside assets are safe, available and fit for purpose.
• Identify operational, maintenance and asset replacement requirements and contribute to capital planning.
• Work closely with Technical Operations and Engineering to maintain passenger-facing facilities.
• Provide operational leadership and customer insight into infrastructure developments and airport investment…